Atlassian introduced Jira Service Desk in 2013. The need arose when Atlassian realized that 40% of their customers used Jira for some kind of helpdesk. The product at the time was a very simple service desk without much customization options.

Since 2013, Jira Service Desk has changed its name to Jira Service Management and Atlassian has acquired a number of companies and products from the marketplace to mature the product.

This investment has made Jira Service Management the fastest growing product in Atlassian’s product portfolio over the past few years. Atlassian’s ITSM solution today consists of:

• Jira Service management with built-in automation engine and CMDB.
• Incident management genius.
• Status page to provide an overview of the status of the organization’s services.
• + a wide range of marketplace apps. Our favorites include:
  • Refined for portal styling
  • Rich filters for advanced dashboards
  • Queues for JSM for advanced incoming request management

Lack of visibility at Gartner has been a challenge

At aety, we have been working with Jira Service Management since 2016 and especially in the last 2 years, the product has become particularly popular with a number of large organizations. One of the biggest challenges in terms of spreading the product among the largest companies in Denmark has been that the product was not visible in Gartner’s “Magic Quadrant for IT Service Management Tools”.

Atlassian has not been visible until now due to Gartner’s evaluation criteria, which does not take into account that you can expand your product through an ecosystem. The evaluation criteria set out some minimum requirements for what an ITSM platform should contain by default. This includes a CMDB, among other things.

Gartner is used by a wide range of decision makers to assess which potential candidates should be considered for a new ITSM tool acquisition. In our experience, if a product is not included in the Gartner Quadrant, it takes a lot of effort to get it included among the candidates to be assessed.

Fast forward to 2021

In Gartner’s report – 2021 Magic Quadrant for IT Service Management Tools, Atlassian is now placed in the category – Visionaries.

Gartner highlights the following strengths of the Atlassian platform:

• Agile ITSM: Atlassian delivers a differentiated approach to ITSM by focusing on ITSM in DevOps and agile context.
• Transparent pricing: Customers can configure and price Jira Service Management and relevant products through Atlassian’s website without having to go through a complex purchase process. Furthermore, Atlassian’s low-priced license tiers (3 or fewer agents) allow you to test the product before purchasing.
• Customer growth: Jira Service Management is the fastest growing product among the vendors evaluated. Customers range from small businesses to companies with 1000+ service desk agents.

Source: Gartner

So what does this mean going forward?

In addition to ITSM, Atlassian is also represented as a leader in Gartner’s Magic Quadrant for Enterprise Agile Planning Tools.

At Aety, we hope that this will make organizations consider the Atlassian ITSM platform when faced with this type of procurement. The ability to bring support and project management together on the same platform gives rise to a number of synergies without having to invest in expensive integrations.

Products such as Confluence and Jira Software/Work management are already present in most large organizations as the base platform for managing IT and business projects. This means that the customer can relatively easily extend their existing platform to also support ITSM.

Now not only as the ITSM platform Aety knows is the best, but now also as a formally Gartner-accredited ITSM platform!

If you are interested in hearing more about the possibilities of an Atlassian ITSM solution, don’t hesitate to contact us!